975
Views
4
CrossRef citations to date
0
Altmetric
Original Articles

Classifying Daily Tour Service Attributes by Three-Factor Theory of Customer Satisfaction

ORCID Icon

References

  • Ahmad, A., Dey, L., & Halawani, S. M. (2012). A rule-based method for identifying the factor structure in customer satisfaction. Information Sciences, 198, 118–129.
  • Albayrak, T. (2015). The relationships amongst service quality, customer satisfaction and recommendation ıntention in the context of daily tours. International Academic Conference on Management, Economics and Marketing, Budapest.(pp. 93–99).
  • Albayrak, T., & Caber, M. (2013a). Penalty-reward-contrast analysis: A review of its application in customer satisfaction research. Total Quality Management and Business Excellence, 24(11–12), 1288–1300.
  • Albayrak, T., & Caber, M. (2013b). The symmetric and asymmetric influences of destination attributes on overall visitor satisfaction. Current Issues in Tourism, 16(2), 149–166.
  • Ap, J., & Wong, K. (2001). Case study case study on tour guiding: Professionalism, issues and problems. Tourism Management, 22, 551–563.
  • Bideci, M., & Albayrak, T. (2016). Motivations of the Russian and German tourists visiting pilgrimage site of Saint Nicholas Church. Tourism Management Perspectives, 18, 10–13.
  • Bowie, D. (2005). Tourist satisfaction: A view from a mixed international guided package tour. Journal of Vacation Marketing, 11(4), 303–322.
  • Brandt, R. D. (1987). A procedure for identifying value-enhancing service components using customer satisfaction survey data. In C. Surprenant (Ed.), Add value to your service (pp. 61–65). Chicago, IL: American Marketing Association.
  • Caber, M., & Albayrak, T. (2016). Assessing daily tour service quality: A proposal for a DAILYSERV scale. Journal of Destination Marketing & Management. doi:10.1016/j.jdmm.2016.06.007
  • Caber, M., Albayrak, T., & Loiacono, E. T. (2013). The classification of extranet attributes in terms of their asymmetric ınfluences on overall user satisfaction: An introduction to Asymmetric Impact-Performance Analysis. Journal of Travel Research, 52(1), 106–116.
  • Chen, L.-F. (2012). A novel approach to regression analysis for the classification of quality attributes in the Kano model: An empirical test in the food and beverage industry. Omega, 40(5), 651–659.
  • Euromonitor International (2014). Euromonitor International Top City Destinations Ranking Report, 2012. Retrieved from http://www.euromonitor.com/
  • Füller, J., & Matzler, K. (2008). Cusotmer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups. Tourism Management, 29(1), 116–126.
  • Goffi, G. (2013). A model of tourism destination competitiveness: The case of the Italian destinations of excellence (Un Modelo De Destino Turístico Competitivo: El Caso De Los. Anuario Turismo Y Sociedad, 14, 121–147.
  • Hair, J., Anderson, R., Babin, B., & Black, W. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River, NJ: Pearson.
  • Herzberg, F., Mausner, B., & Snyderman, B. (1959). The motivation to work (2nd ed.). New York, NY: John Wiley.
  • Hudson, S., & Shephard, G. (1998). Measuring service quality at tourist destinations: An application of importance-performance analysis to an alpine ski resort. Journal of Travel & Tourism Marketing, 7(3), 61–77.
  • Johnston, R. (1995). The determinants of service quality - satisfiers and dissatisfiers. International Journal of Service Industry Management, 6(5), 53–71.
  • Kano, N., Seraku, N., Takahashi, F., & Tsjui, S. (1984). Attractive quality and must-be quality. Hinshitsu, 14(2), 147–156.
  • Lee, S., Jeon, S., & Kim, D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea. Tourism Management, 32(5), 1115–1124.
  • Lin, C. T., Lee, C., & Chen, W. Y. (2009). An expert system approach to assess service performance of travel intermediary. Expert Systems with Applications, 36(2 PART 2), 2987–2996.
  • Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overal customer satisfaction. Industrial Marketing Management, 33(4), 271–278.
  • Matzler, K., Fuchs, M., & Schubert, A.K. (2004). Employee satisfaction: does Kano's model apply?. Total Quality Management and Business Excellence, 15(9/10), 1179–1198.
  • Matzler, K., Sauerwein, E., & Heischmidt, K. (2003). Importance-Performance analysis revisited: The role of the factor structure of customer satisfaction. The Service Industries Journal, 23(2), 112–129.
  • Middleton, V. T., & Clarke, J. (2001). Marketing in travel and tourism (3rd ed.). Oxford, UK: Butterworth-Heinemann.
  • Mikulić, J., Krešić, D., & Kožić, I. (2015). Critical factors of the maritime yachting tourism experience: An impact-asymmetry analysis of principal components. Journal of Travel & Tourism Marketing, 32(May), 30–41.
  • Mikulić, J., Krešić, D., Miličević, K., Šerić, M., & Ćurković, B. (2016). Destination attractiveness drivers among urban hostel tourists: An analysis of frustrators and delighters. International Journal of Tourism Research, 18(1), 74–81.
  • Mikulic, J., & Prebezac, D. (2012). Using dummy regression to explore asymmetric effects in tourist satisfaction: A cautionary note. Tourism Management, 33(3), 713–716.
  • Mikulić, J., & Prebežac, D. (2008). Prioritizing improvement of service attributes using impact range-performance analysis and impact-asymmetry analysis. Managing Service Quality, 18(6), 559–576.
  • Mikulić, J., & Prebežac, D. (2011). Evaluating hotel animation programs at Mediterranean sun-and-sea resorts: An impact-asymmetry analysis. Tourism Management, 32(3), 688–696.
  • Mittal, V., Ross, W. T., & Baldasare, P. M. (1998). The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. Journal of Marketing, 62(1), 33–47.
  • Netemeyer, R. G., Durvasula, S., & Lichtenstein, D. R. (1991). A cross-national assessment of the reliability and validity of the CETSCALE. Journal of Marketing Research, 28(3), 320–327.
  • Petrick, J. F., Morais, D. D., & Norman, W. C. (2001). An examination of the determinants of entertainment vacationers’ intentions to revisit. Journal of Travel Research, 40(1), 41–48.
  • Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310–329.
  • Stetic, S., Simicevic, D., & Stanic, S. (2011). Same-day trips: A chance of urban destination development. UTMS Journal of Economics, 2(2), 113–124.
  • Vavra, T. G. (1997). Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement program. Milwaukee, WI: ASQ Quality Press.
  • Wang, K. C., Hsieh, A. T., Chou, S. H., & Lin, Y. S. (2007). GPTCCC: An instrument for measuring group package tour service. Tourism Management, 28(2), 361–376.
  • Wang, K.-C., Hsieh, A.-T., & Huan, T.-C. (2000). Critical service features in group package tour: An exploratory research. Tourism Management, 21(2), 177–189.
  • Yamamoto, D., & Gill, A. M. (1999). Emerging Trends in Japanese package tourism. Journal of Travel Research, 38(2), 134–143.
  • Zhang, Y., & Cole, S. T. (2016). Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts. Tourism Management, 53, 13–27.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.